CCW Digital Exclusive Research: New World of Agent Work - Trends, Challenges, and Opportunities

Happy agents = happy customers. As one of the universal truths within the contact center community, this reality ensures that the employee experience is a consistent priority.

By exacerbating the notorious difficulty of attracting and retaining agents, recent trends have only amplified the importance of the employee experience. Evolving customer behaviors and demands have simultaneously raised the bar for the caliber of agents contact centers need to hire, coach, and empower.

Mindful of this urgent and challenging landscape, CCW Digital and Nuance, a Microsoft Company, partnered on a comprehensive research inquiry into the state of the employee experience.

In addition to highlighting key trends, challenges, and opportunities for employee engagement, the report uncovers commonalities and discrepancies between how leaders and frontline employees feel about the work experience.

The result is a roadmap for making agents more likely to join your contact center, more likely to amass the necessary skills, and more likely to cultivate satisfied, loyal customers. Research topics include:

• Do agents view their role as a short-term job or as the start of a long-term career?
• What role does compensation play in fueling agent satisfaction and retention?
• What kind of undue effort are contact centers imposing on employees, and what consequences does that effort have for the customer experience?
• Why are agents so unable to deliver personalized, empathetic experiences?
• What are the strengths and weaknesses of today’s contact center training?
• Are agents prepared to deal with growing concerns over data privacy and fraud prevention?
• Would agents rather deal with a rude customer or wait in bumper-to-bumper traffic for 2 hours? What about eating a slice of pizza off the floor?